Technical Support Engineer (225-730)

As a Technical Support Engineer, you will play a crucial role in our IT support team, dedicated to providing exceptional service to our clients. You will be responsible for diagnosing and resolving technical issues with precision and efficiency, ensuring that our customers experience minimal disruption in their operations. You must possess strong problem-solving skills, attention to detail, and have the ability to communicate technical concepts to users with varying levels of technical expertise. You will collaborate with other departments, including software developers and product managers, to enhance product functionality and resolve complex issues. This position is ideal for an individual who is passionate about technology and thrives in a fast-paced, dynamic environment.

Responsibilities

• Troubleshoot and resolve technical issues in a timely manner.
• Provide first-line technical support to customers via phone and email.
• Document customer interactions and technical issues in the support system.
• Escalate unresolved issues to appropriate internal teams as necessary.
• Maintain up-to-date knowledge of company products and standard procedures.
• Collaborate with product development teams to improve system functionality.
• Conduct system testing and provide feedback on product improvements.
• Assist with the development and updating of technical support documentation.
• Train customers on new systems and software applications.
• Monitor and manage support requests to ensure timely resolution.
• Identify patterns in reported issues and suggest process improvements.
• Participate in ongoing training to stay updated on product developments.

Requirements

• Bachelor’s degree in Computer Science, Information Technology, or a related field.
• Proven experience as a Technical Support Engineer or similar role.
• Strong understanding of computer systems, mobile devices, and other tech products.
• Excellent problem-solving and communication skills, both verbal and written.
• Ability to work independently as well as part of a team effectively.
• Familiarity with remote desktop applications and help desk software.
• Willingness to work in shifts and to accommodate flexible work hours.